An empirical study into the influence of customer satisfaction on customer revenues |
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| Authors: | Maarten Terpstra Ton Kuijlen Klaas Sijtsma |
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| Affiliation: | 1. Department of Methodology and Statistics , Tilburg University , Tilburg , The Netherlands maarten.terpstra@live.nl;3. Department of Social Psychology , Tilburg University , Tilburg , The Netherlands;4. Department of Methodology and Statistics , Tilburg University , Tilburg , The Netherlands |
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| Abstract: | It is broadly expected that customer satisfaction (CS) influences customer revenues (CR), but there is little evidence for the corresponding hypothesis. If CS influences CR, there must be a relation between CS at time t?=?0 and CR at time t?>?0. We developed a statistical model representing this relation, which we tested in a longitudinal study using person-level data (N?=?1682) from a Dutch retail bank. We found that CS had a positive effect on CR with 1-year and 2-year time lags. These results support the hypothesis that CS influences CR. |
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| Keywords: | customer satisfaction revenue retail banking longitudinal study |
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